Support Policy

At Smartcv2u Mall, we are committed to providing excellent customer service and support. Our support policy outlines the ways in which we can assist you and the guidelines for using our support services.

1. Support Services

1.1. Customer Support

• Our customer support team is available to assist you with any issues or questions you may have regarding your orders, products, or account.
• You can reach our customer support team via:
  • Email: [email protected]
  • Phone: 019-622 2904
  • Live Chat: Available on our app and website

1.2. Technical Support

• Our technical support team is available to assist you with any technical issues or questions related to the use of our app.
• You can reach our technical support team via:
  • Email: [email protected]
  • Phone: 019-622 2904

2. Support Hours

• Our support team is available during the following hours:
  • Monday to Friday: 9:00 AM - 6:00 PM 
  • Saturday: 10:00 AM - 4:00 PM 
  • Sunday and Public Holidays: Closed

3. Response Time

• We strive to respond to all support requests within 24 hours during business days.
• Response times may vary depending on the complexity of the issue and the volume of requests.

4. Scope of Support

• Our support services include assistance with:
  • Order status and tracking
  • Product information and availability
  • Account management
  • Payment and billing issues
  • Technical issues with the app
• Our support services do not include:
  • In-depth technical training
  • Support for third-party products or services
  • Issues caused by misuse or unauthorized modifications of the app

5. How to Submit a Support Request

• When submitting a support request, please provide as much detail as possible to help us assist you more effectively. Include:
  • Your name and contact information
  • Order number (if applicable)
  • Description of the issue or question
  • Any relevant screenshots or error messages

6. Customer Responsibilities

• To ensure timely and effective support, please:
  • Provide accurate and complete information when submitting a support request
  • Follow our instructions and provide any additional information or documentation as needed
  • Respect our support team and communicate in a courteous manner

7. Escalation Procedure

• If you are not satisfied with the initial response from our support team, you may request to have your issue escalated to a supervisor.
• Our escalation procedure includes:
  • A review of your case by a supervisor
  • A follow-up within 48 hours of the escalation request
  • Resolution of the issue or further steps to address your concerns

8. Updates to the Support Policy

• We may update this support policy from time to time to reflect changes in our services or procedures.
• Any changes to this policy will be posted on our app and website.

9. Contact Us

• If you have any questions about our support policy or need assistance, please contact our customer support team at [email protected] or 019-622 2904